Enterprise UX 2016 | @pascoekaren
Developing Enterprise Teams & TalentKaren Pascoe, Group Head UX @ MasterCard | Digital Payments & Labs
©2015 MasterCard. Proprietary and Confidential©2015 MasterCard. All rights reserved.©2016 MasterCard. All rights reserved.2
The digital commerce landscape
©2015 MasterCard. Proprietary and Confidential
Device-based commerce is growing rapidly.
• Source: 1 Ericsson Mobility Report North America, November 2014 2 Business Insider: http://www.businessinsider.com/internet-of-things-billions-of-connected-devices-2014-1
©2015 MasterCard. Proprietary and Confidential
Device-based commerce is growing rapidly.
• Source: 1 Ericsson Mobility Report North America, November 2014 2 Business Insider: http://www.businessinsider.com/internet-of-things-billions-of-connected-devices-2014-1
6.1 billion by 2020
Smartphone ownership worldwide1
©2015 MasterCard. Proprietary and Confidential
Device-based commerce is growing rapidly.
• Source: 1 Ericsson Mobility Report North America, November 2014 2 Business Insider: http://www.businessinsider.com/internet-of-things-billions-of-connected-devices-2014-1
6.1 billion by 2020
Smartphone ownership worldwide1
Connected devices by 20182
18 billion
©2015 MasterCard. Proprietary and Confidential
Commerce through devices is accelerating.
• Source: 1 MasterCard commissioned study by BCG and “Market Forces” project
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Global digital payment volume is estimated to reach $6T by 2023, representing 26% of total retail commerce (~$23T).1
$14T
$23T
$6T
$0.7TDigital
Traditional
2013 2023
Device-based contactless15% of commerce
In app5% of commerce
Browser6% of commerce
©2015 MasterCard. Proprietary and Confidential
Smart devices are the new first-stop shopping channel.
• Source: 1 The New Multi-screen World: Understanding Cross-platform Consumer Behavior, Google, 2012
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65% of digital shopping starts on a smartphone.1
Mobile shopping in-home and out-of-home are approaching parity.1
©2015 MasterCard. Proprietary and Confidential
The average consumer moves seamlessly between multiple devices throughout the day.
• Source: 1 Ericsson Mobility Report North America, November 2014 2 The New Multi-screen World: Understanding Cross-platform Consumer Behavior, Google, 2012
of U.S. households have at least three connected devices.1
90%of people move between devices during the day.2
98%of people use multiple screens sequentially to accomplish a task.2
90%
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We work in a dynamic field
©2015 MasterCard. Proprietary and Confidential
And our work is important to business(what they are saying)
Gartner
“89% of companies plan
to compete primarily on the basis of customer experience by 2016 but only 21% can tie it to business outcomes today.”
Forrester
“The most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers.”
©2015 MasterCard. Proprietary and Confidential
And our work is important to business(how they are performing)
2015 Watermark Consulting, using Forrester CX Index companies
107.5%
72.3%
27.6%
©2015 MasterCard. Proprietary and Confidential
Good experience is good business
©2015 MasterCard. Proprietary and Confidential
What is your mission as an experience leader?
©2015 MasterCard. Proprietary and Confidential
How aligned is your leadership to this?
VeryNot
©2015 MasterCard. Proprietary and Confidential
Project partners & execution
Leadership & sponsorship
Teams & talent
©2015 MasterCard. Proprietary and Confidential
Leadership & sponsorship
Cultivate a set of cross-functional sponsors
©2015 MasterCard. Proprietary and Confidential
Leadership & sponsorship
Cultivate a set of cross-functional sponsorsDevelop an actionable agenda
©2015 MasterCard. Proprietary and Confidential
Leadership & sponsorship
Cultivate a set of cross-functional sponsorsDevelop an actionable agendaCommunicate progress & success to sponsors
©2015 MasterCard. Proprietary and Confidential
Leadership & sponsorship
©2015 MasterCard. Proprietary and Confidential
Partners & execution
Champion customer empathy cross functionally
©2015 MasterCard. Proprietary and Confidential
Partners & execution
Champion customer empathy cross functionallyDevelop deep & trusted relationships
©2015 MasterCard. Proprietary and Confidential
Partners & execution
Champion customer empathy cross functionallyDevelop deep & trusted relationshipsShare problem solving & decision making
©2015 MasterCard. Proprietary and Confidential
Teams & Talent
Hiring
©2015 MasterCard. Proprietary and Confidential
Teams & Talent
Hiring
Develop & maintain an authentic conversation with your community
©2015 MasterCard. Proprietary and Confidential
Teams & Talent
Hiring
Develop & maintain an authentic conversation with your communityVet for skills & values alignment
©2015 MasterCard. Proprietary and Confidential
Teams & Talent
Hiring
Develop & maintain an authentic conversation with your communityVet for skills & values alignment
Is this a good next 3-5 years for the candidate?
©2015 MasterCard. Proprietary and Confidential
Teams & Talent
Hiring +Every hire should deliver demonstrable value to customer and business objectives
©2015 MasterCard. Proprietary and Confidential
Teams & Talent
HiringPerformance Management
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Teams & Talent
Q1 Q2 Q3 Q4
Jan – ObjectivesFeb – Compensation
Apr – Talent Review Jul – Mid year December – Year end
©2015 MasterCard. Proprietary and Confidential
Teams & Talent
Q1 Q2 Q3 Q4
Jan – ObjectivesFeb – Compensation
Apr – Talent Review Jul – Mid year December – Year end
Coaching
©2015 MasterCard. Proprietary and Confidential
Teams & Talent
Q1 Q2 Q3 Q4
Jan – ObjectivesFeb – Compensation
Apr – Talent Review Jul – Mid year December – Year end
Coaching
Development
©2015 MasterCard. Proprietary and Confidential
Teams & Talent
Q1 Q2 Q3 Q4
Jan – ObjectivesFeb – Compensation
Apr – Talent Review Jul – Mid year December – Year end
Coaching
Development
Performance Gaps
©2015 MasterCard. Proprietary and Confidential
Teams & Talent
HiringPerformance ManagementExecution & Comms
©2015 MasterCard. Proprietary and Confidential
Project partners & execution
Leadership & sponsorship
Teams & talent
Thank you :)
@pascoekaren